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IDG Contributor Network: Align intelligence, UX and data to power exceptional customer moments

The optimism and demand for innovation has never been higher. We are on the verge of a massive change in the day-to-day experiences of employees and customers as applications become more cognitive, but there is significant work to be done.

Today, our most advanced applications are intelligent. Look no further than IBM Watson or Salesforce Einstein A.I. Bluewolf’s recent The State of Salesforce Report showed that over half of companies surveyed described their most essential applications as at least somewhat intelligent already, able to anticipate and either take or suggest the next action.

Increasing investments in intelligent applications is one key element to driving business results, but that alone is not enough. Companies must also invest in their employee and customer experience, and focus on translating their overwhelming collections of data into intuitive, automated employee experiences that, in turn, can power incredible customer moments.

Intelligent applications are key to driving business outcomes

Increasing investments in making analytics actionable and accessible is the best way to move applications from smart to intelligent, which is characterized by the ability to understand unstructured data — like language and imagery — just as humans do, as well as sharpening expertise with each interaction. When cognitive becomes the standard, our core business systems will be self-learning and will have the ability to mine data, and recognize patterns and natural language, in a way that mimics the human brain.

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